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Service Support

Service Support

Position: Service Support

Reporting to: Service Manager

Location: Banbury

Job Type: Full time

This individual will be providing expansive support to the Service/Operations Department.

The position is a multi-disciplined role requiring a wide range of skills or abilities to support activities such as:

  • Raising quotations for the service engineer visit, after sales service products and Training
  • PO/Order Entry
  • Arranging service visits (both UK and Overseas including booking of flights, hotels, parking, hire cars, transfers, visa’s etc)
  • Dealing with urgent customer requests and complaints in a timely fashion
  • Comprehensive service diary management
  • Processing and conclusion of service engineer visits
  • Escalation of open service issues communicated via service engineer submitted paperwork.
  • Other tasks include in-office duties such as logging customer satisfaction statistics and general day-to-day service activities.
  • A strong ability to work cross-functionally and as part of a team.

The individual must have an eye for detail with a desire to improve processes and efficiencies whilst also having the ability to work independently and prioritise workloads.

Direct Reports: 0

Administrative duties·        Ensure quotations, PO receipt/Order Entry are carried out in a timely manner with excellent attention to detail.

·        Manage and arrange the Service Engineers job timetable, by location and customer demand.

·        Review customer demand and schedule engineers based on skills matrix.

·        Responsible for UK and overseas Service visits, booking fights, hotels, parking, hire car, transfers etc.

·        Manage the Service filing system (to include archiving when necessary).

·        Create and assist in raising quotations for service visits, training, and service contracts.

·        Ensure prompt submission of service engineer paperwork.

·        Customer Satisfaction



·        Time and cost effective.



·        Customer Satisfaction


Representation of Fortress·        Professional and proficient in Telephone handling and handling in-depth or complex queries to locate the right source of direction of call.

·        Ability to work cross-functionally to be able to respond to all customer inquiries in a timely manner.

·        Identify areas of improvements which aid response times to customers.

·        Customer Feedback



·        Processes/Procedures in place and working.



·        Customer Satisfaction

Service Processes for UK and Export·        Adhere to the validation process from contacting customers, raising visits to sending out completed reports, certificates, and all service-related documents.

·        Adhere to the Service Call process for all outbound jobs from completion to invoicing.

·        Promotion and sale of service products to UK customers.

·        Responsible for ISO service requirements.

·        Customer Satisfaction


·        Quality


·        Ease of use


·        Accuracy


Please note: Duties will vary and fluctuate depending on the level of work within the team. There is the opportunity to develop and learn new skills, so duties may increase once a good understanding of the business has been achieved.

Personal attributes – the jobholder will need to demonstrate:

  • Pro-activity and initiative (including the ability to anticipate and resolve potential problems and challenges).
  • confidentiality and integrity.
  • flexibility and the ability to respond well to change and pressure.
  • ability to positively influence and build effective relationships.
  • a personable approach with a good telephone and communication skills.
  • self-motivation and energy.
  • strong planning and organisation skills.
  • a meticulous approach and a high level of accuracy, demonstrating strong attention to detail.
  • Excellent communication skills.

Specific Skills

  • Microsoft Word, Excel
  • Outlook Email or similar system
  • Use of a CRM system
  • Use of Sage, SAP, or similar accounts package – desirable but not essential.

Working Hours & Benefits

  • Working Monday to Friday, 8.45am to 4.45pm
  • 25 days annual leave plus bank holidays
  • Company Pension (you 5% / Fortress 3%)
  • Eyecare scheme
  • Cycle to work scheme.
  • Fortress Hub – giving employees access to discount vouchers for high street stores, entertainment, holidays, and gym memberships.
  • Employee Assistance Program, which provides weekly information and webinars, and gives access to confidential, independent, and impartial support for all employees.
  • Training – full induction, and ongoing training relevant to job role.
  • Opportunities for career development via a development plan



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